Return & Refund
By placing an order on our website, you agree to our Shipping, Return & Refund Policies.
To ensure a seamless shopping experience, we offer a clear return process for items that do not fully meet your expectations.
1. Eligibility and Timeframe
Eligible Return Scenarios:
- Quality Issues: The product is damaged or defective.
- Non-Quality Issues: Reasons such as incorrect size/color selection or change of preference are accepted, provided the item remains unused.
Time Limitation: All return requests must be submitted within 60 days of receiving the product.
Note on Custom Products: Custom-made products (e.g., custom paint by numbers or custom diamond paintings) are special orders. Refunds or returns are not accepted while the package is still in transit, unless the delivery period exceeds the stating maximum of 3 weeks.
2. Responsibility for Return Shipping Costs
- Quality Issues: Return shipping costs will be fully covered by us.
- Non-Quality Issues: The customer is responsible for the return shipping costs.
3. Return Address
To obtain the return address, please contact our Customer Support team at support@paintarthub.com, providing the following information:
- Proof of purchase (e.g., order number).
- For quality-related returns, photographic evidence of the issue is required.
4. Customer Actions
Customer Responsibilities:
- Contact Customer Support to obtain return authorization and the return address.
- The product must be returned in its original packaging with all accompanying accessories.
- Upon shipment, provide the tracking number and carrier information to support@paintarthub.com.
5. Refund Processing
Upon receipt of the returned item, refund will be processed and credited back to your original payment method within 7 days. Note that the exact time for the refund to appear in your account may vary depending on your financial institution.
6. Return Shipping Reimbursement
- Quality Issue Orders: Customers pay for return shipping upfront; this cost will be reimbursed with the refund.
- Non-Quality Issue Orders: Customers pay for return shipping; this cost will not be reimbursed.
7. Special Notes
- Damage/Defects: Customers are required to inspect the product for any damage or defects upon receipt. For damaged or defective products, please provide photographic evidence within 72 hours of receipt. Failure to do so may affect your after-sales request.
- Refused Delivery/Address Errors/Unclaimed Packages: Packages returned due to refused delivery, incorrect or incomplete address information, or failure to collect from a pickup location are considered customer-caused returns. Reshipment may be arranged upon request, with all reshipping and additional logistics costs borne by the customer. If a refund is requested instead, any refund will be processed after deducting all actual shipping, handling, and return costs incurred. Shipping fees are non-refundable.
- Delivered but Not Received: If tracking shows “Delivered”, the order is considered fulfilled. Any missing package claim must be reported within 72 hours of the delivery timestamp. As a one-time goodwill gesture, we may offer a complimentary reshipment. Refunds are not provided for orders confirmed as delivered. Claims made after 72 hours, or cases where a replacement shipment is also marked as delivered, are not eligible for further reshipment or refund.
- Inspection: All returned items will be inspected. Products found to be intentionally damaged are not eligible for return & refund.
Exchange
Want to exchange your item? Contact our support team and we’ll guide you on returning the original item and receiving the replacement.
Contact Us
If you have any questions or concerns about our Return & Refund Policy, please contact us at support@paintarthub.com.